Listening to the Sky Community
WelcomeTo make sure we are focusing on the right things each year, we ask those who have a stake in Sky’s success, particularly our customers and our people, what they expect from us. We share with them our existing plans and seek their feedback on our activities.
Customers
We continually seek feedback from customers about our products and services, and how we can make things better for them. As well as regular customer satisfaction surveys we have designed a customer closeness programme to help us understand our customers better by attending focus groups, spending the day with an engineer and listening in to customer service calls.
Sky People
We ask our people questions about our Bigger Picture activities and priorities in the annual Sky People Survey, in which 86% of our people took part this year. We also have a Sky Forum, a panel of 77 Sky people, elected by Sky people to represent the views of all employees and ask questions on their behalf, directly to the executive team.
Key experts
We participate in the Media CSR Forum (a group of responsibility experts working in the media) and this helps us identify some specific sector-related issues where we need to take responsibility. The Media CSR Forum has developed a website that aims to help people to understand the media world a little better. You can visit this site by going to www.howmediaismade.com (opens in a new window)
Last year we held discussion groups and telephone interviews with some of our stakeholders including academics, policy makers, industry analysts, investors and NGOs to find out what they consider to be the most important responsibility issues for Sky, and we used this to inform our strategy. We’ll be doing something similar again this year.
We value everyone’s opinions so we’d love to hear from you too. Let us know what you think by emailing us at responsibility@bskyb.com
Hearing what you said
Environment
Our customers, people and the experts agree the environment is an area of great concern to them; and that we should carry on improving our own performance in this area and inspiring our customers and people to join in - in particular through our programming. As a result, we’ve been increasing the ways we use our programmes to raise awareness of environmental issues. You can find out more on our Environment pages.
Sport
One of the things we’re told by customers and experts is that as a brand, Sky is associated with sport, and they welcome activities to make sport more accessible to everyone. This is one of the reasons we re-branded and expanded our Sky Sport Living for Sports initiative, so that it is now available to all secondary schools throughout the country. We also announced our partnership with British Cycling through which we hope to get more people active and on their bikes. You can find out more on our Sport pages.
Arts
Our well-established arts activities are welcomed, but we were told that we could do even more to make the arts as accessible as possible to the widest possible audience. As a result of this feedback, last year we began a two-year partnership with Artichoke which will do exactly that - a series of inclusive arts projects that will enable us to bring the arts nearer to our customers in new and surprising ways. You can find out more on our Arts pages.
Doing the right thing
Of course, it’s not all about big initiatives that people can join in with - we need to ensure that right across the organisation we are doing the right thing day to day. This is something we were told through our research we don’t talk about enough externally. So, last year’s Bigger Picture review, published 7th September 2009, has been expanded to include much more information on how we act responsibly behind the scenes and through our core products and services.